The two most common causes for higher than normal bills are
irrigation issues and possible leaks.
The simple fact is that when it gets hot, we typically start
watering outdoors more heavily and don’t realize the amount of
water we use. Golden State Water Company representatives are
happy to give you additional helpful hints on how to reduce your
usage. Check out our video and
High Bill Investigation Checklist for help identifying water wasters in your home.
High bills are also caused by internal plumbing problems or leaks
on your property. You can check for leaks by reading your
meter. The needle on the meter turns as you use water. If you
turn off all of the water in and around your home and the needle
continues to move, chances are you have a leak on the property,
such as a leaky toilet or faucet. This will require further
investigation and it is the responsibility of the customer since
Golden State Water is only required to maintain the water
lines up to the meter. Contact us at 1-800-999-4033 if you have
any questions about reading
Why is my water turned off?
Water may be turned off due to one or more of the following
Non-payment or a bad check received for payment. Click here to view the
No name on the account
Construction or repair of waterlines nearby or at your house
Other work being performed in the area
NOTE: If you are a tenant, first check with the resident manager
or owner of the apartments to see if they know the reason the
water is turned off.
How long will it take to get a refund or an adjustment?
Golden State Water Company works to ensure all billing is
accurate and has customer service representatives available to
discuss your account 24 hours a day, 365 days a year. In the
event of account adjustments, Golden State Water will make
them directly to your account. If a credit balance occurs,
customers have the opportunity to request a refund or the credit
balance can be applied towards the bill.
Is a leaking fire hydrant going to affect my bill?
No. Although they share a common water main, fire hydrants are on
a separate service line from the water meters. Only a leak on the
customer’s side of the meter would be reflected on the bill since
the water would have passed through the meter before leaking
within the customer’s property. Main leaks, leaks on the
service-line before the meter and fire hydrant leaks will not
affect the bill.
Why is disinfectant added to the water?
Disinfectants, such as chlorine, stop bacteria from growing in
water pipelines. Golden State Water Company uses disinfectants
where necessary throughout the water system. If the slight
chlorine taste or smell is bothersome, you can chill your water
overnight in the refrigerator. The chlorine compounds will
dissipate, reducing the smell and taste.
How do I contact Golden State Water Company regarding problems
with my drinking water?
If you are experiencing difficulties with your water quality,
please call our 24-hour Customer Service Center at 1-800-999-4033
or email us at firstname.lastname@example.org.
What causes white spots on glassware or silverware?
“Hard” water, which contains more minerals than “soft” water, can
cause spots on glasses or silverware. Locally, water from
imported sources is much harder than our groundwater. It is best
to read the owner’s manual for your dishwasher and follow the
manufacturer’s recommendations regarding hard water. Some other
tips that may reduce spotting include using hotter water, varying
the brand and type of rinse agent and detergent, and adding white
vinegar to the rinse cycle of the dishwasher.
What if my pipes freeze?
DO NOT UNDER ANY CIRCUMSTANCES USE DIRECT FLAME OR BOILING WATER.
This can cause the pipes to break and open flames can cause
fires. Caution: If you have a portion of your house without water
due to a frozen pipe, you should advise all household members
where the master shut off valve is located. The frozen water pipe
may have split and when the temperature moderates, your pipe may
start to leak. You should be prepared to shut your water off
How would I know where the master water supply valve is?
If there’s an emergency, family members should know where the
master water supply valve is to protect against water leaks and
damage to your home from possible flooding.
These are the most likely locations for your master water supply
Where the water supply pipe enters your home (typically, the
hose bib at the front of the house)
Near your clothes washer hook-up
Near your water heaters
Every home, apartment and business should have a master water
supply valve. Be sure you’ve found the right one. Try
turning it off and see if all the water faucets in the building
are shut off. If they aren’t, try again. Once you’ve found the
right valve, mark it with a tag, a bright ribbon or colorful
paint. Make it easy to see.
Additionally, you may see valves on or near your meter.
These are not the master water supply valve, but belong to Golden
State Water Company, and should never be touched.
Who is responsible for a leak or any issues with my service line?
Golden State Water is responsible for the underground
service line that connects their property to the water main. We
maintain the pipes up to the water meter, but any leaks or
issues beyond the meter are the responsibility of the property
How do I read my bill?
Your monthly (or bimonthly) bill contains a lot of information.
To learn how to read your bill, visit our ‘Understanding Your Bill’
How do I read my tariff sheet?
Tariff sheets outline the CPUC-approved rates and fees for each
service area. To learn how to read your tariff sheet, visit
our ‘Understanding Your
Tariff Sheet’ guide.
Why is my meter being replaced?
Meter replacements will occur if upon inspection a meter has been
damaged, cannot be read properly, is leaking or has reached its
useful life expectancy. To learn more about meter replacements,
visit our Meter Replacement Program FAQ sheet.
Why are ongoing investments in water quality and
To fulfill our commitment to providing high-quality water and
reliable service, Golden State Water is proactively investing in
water treatment, supply, and water distribution systems to create
sustainable, long-term value for our customers. Proactive
investments avoid the costly and potentially dangerous effects of
deferring maintenance or delaying the replacement of aging
What is the rate-making process?
The California Public Utilities Commission (CPUC) regulates
Golden State Water to ensure reasonable rates reflect the total
cost of providing water service, maintaining the infrastructure,
and making needed system improvements. Many factors, including
rising operation, maintenance and energy costs, regulatory
requirements, and taxes impact water rates.
How are your water rates set?
The California Public Utilities Commission (CPUC) sets water
rates after an extensive review process by the CPUC Public
Advocates Office, considering input from Golden State Water
customers and evaluating all the elements that make up the
proposed rates. The outcome of this process will be the
lowest possible customer bills that will allow Golden State Water
to provide safe and reliable water services while complying with
regulatory mandates, meeting environmental goals, and replacing